Issue - meetings

This report provides an update on progress against the audit recommendations of the Council’s external provider (Mazars) during 2022/23 and 23/24 on Housing Services and Building Safety for the following service areas: Customer Experience (Repairs); Leaseholder (Services); Stock Condition; Gas Safety; and Stock and Stores

Mr Jahedur Rahman, Operational Director for Housing and Building Safety, introduced the report.

In response to questions, the meeting heard that:

·      In relation to repeat repairs, at the point of receiving a call, the contact centre determined the nature of the repair. Investment into the service had been made so that the recording was made accurately and so the officer making the repair would attend accordingly. 

·      In relation to the quality controls in place to improve the quality of work, there needed to a be closer inspection. Where operatives reported to team leaders, the team leaders would routinely go and monitor some the jobs that were done so some ‘housekeeping’ work was completed. For example, taking pictures before and after repairs. A letter had been issued confirm the standard of working. Failure to comply with the new way of working would result in disciplinary action.

·      On the stock condition survey, the aim of this was to get a good understanding of the condition of the stock. At the moment, the Council had 70% access to its stock. The Council was finding it a challenge to get to 100%. Most organisations would try to clone the data for the remaining 30%. The Council was invested in visiting the remaining properties over evenings and weekends. It was possible that by the time this was completed, the rate may go up to 75% or 76% by February 2024.  This would form the basis of the planning investment programme. 

·      In relation to strengthening compliance on the spreadsheet, there was a risk that had been recognised in relation to the use of spreadsheets. Until working methods moved away from the use of spreadsheets, the risk would be present. There was a focus on getting alternative methods in place. A contract had been ordered for the new compliance system and by April 2024, the Council could start to use the new system. There were six areas of compliance and the electrical compliance would be implemented by April 2024. The remaining areas there would have a phased rollout.

·      In relation to the electrical programme, this was due to be completed by the end of the year. By December 2023, all homes would have an electrical safety certificate, though there were some homes the Council was unable to gain access. The Council had 700 properties in which it envisaged having to go through legal processes. In total, the Council had about 13,000 homes with a valid electrical safety certificate. This was a significant improvement from the start of the year. 

·      The Chief Executive and Council had made it clear that improving housing was a top priority.  The Chief Executive chaired a Housing Improvement Board where analysis was completed examining the issues in housing services. Cabinet earlier in the year had agreed an additional £5 million investment into the housing service. Approximately £2.7 million would go into the repairs service.  

·      Monitoring would be recorded on a public document. The document had gone to Cabinet for approval. In relation to  ...  view the full minutes text for item 7